Sentiment analysis in transcribed utterances

Nir Ofek, Gilad Katz, Bracha Shapira, Yedidya Bar-Zev

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Scopus citations


A single phone call can make or break a valuable customer-organization relationship. Maintaining good quality of service can lead to customer loyalty, which affects profitability. Traditionally, customer feedback is mainly collected by interviews, questionnaires, and surveys; the major drawback of these data collection methods is in their limited scale. The growing amount of research conducted in the field of sentiment analysis, combined with advances in text processing and Artificial Intelligence, has led us be the first to present an intelligent system for mining sentiment from transcribed utterances—wherein the noisiness property and short length poses extra challenges to sentiment analysis. Our aim is to detect and process affective factors from multiple layers of information, and study the effectiveness and robustness of each factor type independently, by proposing a tailored machine learning paradigm. Three types of factors are related to the textual content while two overlook it. Experiments are carried out on two datasets of transcribed phone conversations, obtained from real-world telecommunication companies.

Original languageEnglish
Title of host publicationAdvances in Knowledge Discovery and Data Mining - 19th Pacific-Asia Conference, PAKDD 2015, Proceedings
EditorsTru Cao, Ee-Peng Lim, Tu-Bao Ho, Zhi-Hua Zhou, Hiroshi Motoda, David Cheung
PublisherSpringer Verlag
Number of pages12
ISBN (Print)9783319180311
StatePublished - 1 Jan 2015
Event19th Pacific-Asia Conference on Knowledge Discovery and Data Mining, PAKDD 2015 - Ho Chi Minh City, Viet Nam
Duration: 19 May 201522 May 2015

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference19th Pacific-Asia Conference on Knowledge Discovery and Data Mining, PAKDD 2015
Country/TerritoryViet Nam
CityHo Chi Minh City


  • Customer satisfaction
  • Noisy text mining
  • Sentiment analysis


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